Manager

Role Overview Convera is seeking an experienced Customer Support Manager to lead our service delivery team in Pune. In this critical role, you will manage operational excellence, drive customer satisfaction, and achieve performance SLAs/KPIs across key areas like Customer Care and Order Entry. We are looking for a strategic leader to design long-term solutions that balance high-quality service, efficiency, and cost management. Key Responsibilities - Lead and motivate a team of People Managers and contributors across remote and on-site environments. - Drive a customer champion mindset, embedding a first-time resolution and right-first-time culture. - Manage escalations for complex, sensitive customer issues, resolving locally or escalating appropriately. - Own performance outcomes against team SLAs, KPIs, and productivity metrics to optimize service quality. - Execute strategic operational plans, adapting policies and process frameworks to maximize efficiency. - Foster continuous improvement and lead change management initiatives using data-driven insights. - Collaborate with cross-functional internal partners to achieve shared goals and build strong relationships. Required Qualifications - Five or more years of experience leading people managers and remote teams in KPI/SLA environments. - Demonstrated subject matter expertise in customer support, service delivery, or collections. - Strong communication and executive-level storytelling skills using performance data. - Proven experience leading change management and continuous improvement initiatives like Lean or Six Sigma. Why Join Us At Convera, you will enjoy a rewarding global culture of inclusion, collaboration, and high growth. We offer competitive salaries, annual bonus opportunities, and a highly flexible approach to work.